Practical Tips, News & Advice for Customer Contact Professionals.
We’ve all heard that familiar voice tell us “This call may be recorded for quality assurance or training purposes.” It’s true—having a call recording system for your business can lead to many benefits, one of which is training your customer service team to serve customers well! But there are many other benefits, as well, from […]
We’ve all been there: waiting for a support rep and providing the details of our account, including answering security questions like the name of our mother-in-law’s cousin’s plumber’s cat. After going through detailed troubleshooting steps we’ve already tried, the rep needs to transfer our call to another department only to go through the same steps, […]
It’s essential for team members across a customer contact call center to be able to work together, share information, and collaborate. Ever since our world has been smacked with the coronavirus pandemic, many team members have also transitioned to working from home, making teamwork feel even more difficult. In order to properly serve your customers, […]
The number of call center software solutions on the market continues to grow. After all, as technology continues to develop, it’s become easier and easier to utilize technology within your customer service strategy. There are things on the market in 2020 that customer service representatives of days past could only dream of, and some of […]
Is your customer service line absolutely exploding? During this strange time of social distancing, customers are probably reluctant to go to a store in person. If they need assistance with your product or service, they’re likely to pick up a phone. That means your customer service agents may be feeling overworked, and the customers calling […]
Workforce optimization software, when utilized well, does exactly what it sounds like it should: It optimizes your workforce so customer service agents can effectively and efficiently serve your customers in a streamlined way.
Customer service productivity depends on technology, and most companies utilize the most common forms. But we’re going to look at some less commonly used technologies that can give your team—and your company—a leg up on the competition.
Customer relationship management software platforms (CRMs) are a great way to interact with customers and keep everything organized. However, there are a ton of options on the market—which one is the best fit for your business?
Delays are the death of good customer service. Here’s how technology can help you fix them.
CRM systems play an important role in sales. Here’s how they help customer support, too.